Customer Support Specialist

Is this you?

You're the person who ends up in a ten-minute conversation with a stranger in the checkout line — and walks away energized by it. When a friend has a problem, you don't just sympathize; you start solving. You've worked jobs where you talked to people all day, and that was your favorite part, not the part you survived.

If that's you, keep reading. We've been looking for you.

Let's be honest about this job

We'd rather tell you the truth now than surprise you in week two:

• You'll be talking with customers — phone, email, and live chat — for most of an eight-hour day. Not occasionally. Constantly.
• Some customers will be frustrated before you even say hello. Their machine is down mid-project, their part didn't arrive, and you're the person they reach.
• Sewing machines are genuinely technical. You'll be researching parts, learning model numbers, and saying "let me find out" a lot in your first few months. (No sewing experience required — we provide in-depth paid training.)

If reading that list made you tired, this isn't your job, and that's completely okay. If you read it and thought, "I could turn those frustrated customers around" — you're exactly who we want to meet.

You'll probably love it here if...

• Helping someone solve a problem gives you a genuine hit of satisfaction — you replay the wins on your drive home.
• You leave a day full of conversations with energy left over.
• You like the puzzle: listening carefully, asking the right questions, and tracking down the exact thing someone needs.
• You take pride in details — order numbers, model numbers, follow-ups that actually happen.
• You stay steady when the person on the other end isn't.

This probably isn't for you if...

• You prefer heads-down work with minimal interruption.
• Small talk feels like a chore you push through.
• You're hoping this turns remote (it won't — this role is fully in-person in Dickson).
• You're looking for something to hold you over until the next thing. We invest heavily in training, and we're hiring people who want to grow here.

What your day looks like

• Answering customer questions by phone, email, and live chat
• Helping customers place orders and find the right part for their machine
• Researching products and contacting suppliers for delivery updates
• Turning tough conversations around with patience, empathy, and follow-through

Who we are

Sewing Parts Online is an 18-year-old e-commerce company based in Dickson, TN, selling sewing machines, parts, and supplies to customers worldwide. We're a close-knit team of 53 — small enough that everyone knows your name and your wins get noticed, established enough to offer real stability and real benefits.

What we're looking for

• Strong verbal and written communication — you're clear, warm, and professional in every channel
• Sharp attention to detail and comfort juggling multiple tasks
• Calm under pressure, especially on busy days
• Confident PC skills and the ability to move between several programs at once
• Typing speed of 40+ WPM preferred

Pay & benefits

• Competitive hourly starting wage of $16-18.50/hr, plus weekly commissions (typically $50–$250/week)
• Weekly direct deposit — no paycheck holds
• Health, vision, and dental insurance available after 90 days
• 401(k) with company match
• PTO after 90 days, with annual increases
• Paid holidays and paid bereavement leave
• Paid maternity leave after 12 months
• Employee discount on all products
• Standing desks, ergonomic chairs, and complimentary beverages
• Birthday gifts, anniversary bonuses, and catered holiday meals
• Real advancement opportunities — we promote from within as we grow

How to apply

• Submit your application
• Answer this one question in your application or cover note — it matters more to us than your resume: Tell us about a time you turned a frustrated customer or person around. What did you do, and how did it feel when it worked?
• Complete our short Culture Index Survey so we can understand your work style. It's quick and there are no wrong answers: https://go.cultureindex.com/p/qZBrl9D6NZIOC

We read every application, and we respond to every applicant who completes all three steps.

Job Type: Full-time

Pay: $16.00 - $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person